Customer Care Manager

Contract Type: Fixed Term

Location: London

Salary: £41,585 - £46,725 (depending on skills and experience) (+ London Allowance of £3,600 if appropriate)

Working Hours: 35 per week

Closing Date: 09 March 2020

Interview Date: Thursday 12 March

Contact: Martin Sheehan -

Customer Care Manager

Reference Number: VAC1244 

Contract Type: 24-month Fixed Term Contract (with possible extension)

Please note that the deadline to submit applications for this role is 23:59pm on the closing date. 

Alzheimer's Society is the UK's leading dementia charity. We provide information and support, improve care, fund research, and create lasting change for people affected by dementia.

One million people are estimated to soon be living with dementia in the UK. Alzheimer’s Society is here for everyone affected by dementia – wherever they are, whatever they’re going through. We provide information and support, improve care, campaign for change and have committed to spend at least £150 million on new research over the next decade.

We need a passionate and experienced Customer Care Manager to manage our busy and vibrant customer service teams and help us to grow alongside the Society’s ambitious strategy for growth in fundraising and reach, and placing our customers at the heart of the business.

About the role

Our Customer Care teams manage in excess of 120,000 direct contacts a year from a variety of supporters, across all channels, as well as managing the thanking and banking of over £20 million in personal donations.  As omni-channel service becomes the norm for our customers, we want to keep pace with their needs and maintain high levels of satisfaction as well as building the relationships that will help us to fight dementia.

Whilst fundraising activities form the core of our response handling, the Customer Care Manager works with colleagues across the Society, often playing a key role in organisational projects.  Working with our fulfilment and call handling partners, they are responsible for maintaining our brand tone and values in one to one communications as well as reporting on actionable feedback for multiple teams.

This is a busy but varied position and the post-holder will have the chance to shape the Society’s customer care strategy as the Society gears for more ambitious growth.  Our employees work hard every day to make a true difference in people's lives. We are proud to support them with a range of benefits, recognition and many options for working agilely, all contributing to a strong work life balance. We also have various learning programmes to support you in your development and help you grow to realise your potential and shape a career with Alzheimer's Society. 

About you
We’re looking for a highly motivated manager with exceptional people skills.  You will be experienced in leading and supporting others to bring the best out of a high-performing team.   You will be familiar with the structures required to run high-volume contact centre-style structures and demonstrate strong logical reasoning, with a commitment to a culture of continuous improvement.

As part of the Society’s management team you will be comfortable working with colleagues at all levels in an organisation and adept at demonstrating the value that excellent customer service can bring to a business.

This is a rare opportunity to join an award-winning team and make a difference to people affected by dementia today and tomorrow.

You can also visit our Working for Us pages, which give you more information about what it’s like to be an employee at the Society.

Additional Information

Job Description

Values & behaviours

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Alzheimer’s Society embraces diversity, inclusion and accessibility for all of our people. We are committed to building a diverse organisation that represents the communities we serve and ensuring inclusion in everything we do.

Please note: Some of our roles may require a criminal records check. You can find our policy here.

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